Quality & Accountability

We are committed to delivering high-quality work and maintaining accountability throughout our collaboration. This section outlines our policies for revisions, mistakes, and ensuring your satisfaction.

Revision Policy

What’s your revision policy?

How many rounds are included per deliverable? 3 Throughout the day.

What happens if we can’t agree on direction?

We try to find the root cause and seek for dialogue and solutions.
Time-wise, we evaluate:
- If this was due to our incompetence or lack of understanding, we discount the % of time invested off your next monthly bill (1 deliverable = 1/8th of a month = 12.5%).
- If this was due to the evolving nature of the creative project (incomplete data, changes in the general project’s direction, etc), we acknowledge it with the customer and seek the best path forward.

Mistake Handling

How do you handle mistakes?

What earns a discount?

Missing checkpoints on a period higher than 72 hours (or 24 working hours) = -12.5% off your next monthly bill, per missing checkpoint
Mistakes in the delivery… Did we deliver something that was wrong and had consequences? = -12.5% off your next monthly bill, counting as a missing checkpoint.

What qualifies as “your error” vs creative differences? An error happens when we failed to understand the task at hand or to rise to the levels of expected quality every once in a while (hopefully rarely).

How are discounts applied? On your next monthly bill.

Satisfaction Guarantee

What if I’m not satisfied with checkpoint delivery?

Can I reject it? Yes. We count this as a “revision.” When this happens, please! We appreciate few things more than full honesty in this regard. We don’t take rejection personally. In fact, sometimes it’s these “uncomfortable” moments that makes us learn the most.

What’s the recourse process?

If the information channels and intent are aligned, a checkpoint shouldn’t take more than 3 rounds to get right.
Sometimes a revision will be made and approved, but may need more time due to pending data. If the changes are small, they are included as part of another checkpoint along with another, bigger task. If changes are big, they can be counted as a new “task” for the next checkpoint.

Portfolio and Work Quality

Can I see examples of your work?

No. We started Twilight Fringe on a clean slate, ditching our past altogether. The Twilight Fringe website and its parts are our first “portfolio” statement. Every part of it, from the logo, to the illustrations, animation, texts, UI, etc, is written, designed and built by Alejandro Alarcon, founder of this label.

Why no traditional portfolio?

We believe in:

Fresh starts: Building something new without relying on past achievements
Current capabilities: Our website demonstrates our current skills and approach
Transparency: What you see is what we can do for you right now

Creative Alignment

What if we’re not creatively aligned?

Creative differences make themselves evident throughout the course of time. If after a month you feel like things are not working, we’ll give you 2 weeks of work for free.

But also! Let’s be less “professional” here. Sometimes you just “feel” when it’s not “it”. If you feel this at some moment, we would love if you told us right away. On our side, if we feel this is the case, we will communicate it with you.

Connection is key for any meaningful creative work, and it’s in the best interests of both parts to acknowledge this.

Quality Standards

Our Commitment to Quality

We strive to:

Understand your vision deeply before starting work
Communicate clearly about process, timelines, and expectations
Deliver on time according to our checkpoint schedule
Iterate effectively based on your feedback
Maintain consistency across all deliverables

What We Expect from You

To ensure the best results:

Provide clear direction and specific feedback
Respond promptly to checkpoint deliveries
Trust the process while maintaining open communication
Be honest about what’s working and what isn’t
Plan ahead to avoid last-minute emergencies

Performance Metrics

How We Measure Success

Checkpoint delivery rate: Percentage of on-time deliveries
Revision efficiency: Number of rounds needed for approval
Client satisfaction: Your feedback and continued partnership
Project completion: Achieving stated goals within scope

Continuous Improvement

We:

Learn from each project to refine our processes
Adapt our approach based on your working style
Update our skills and tools continuously
Seek feedback to improve our service

Dispute Resolution

Step-by-Step Process

Open Discussion: We address concerns directly and honestly
Root Cause Analysis: Identify whether it’s a communication, execution, or expectation issue
Solution Planning: Agree on a path forward with clear next steps
Implementation: Execute the agreed solution
Follow-up: Ensure the resolution meets your needs

Escalation

If we cannot resolve issues directly:

Mediation: We can involve a neutral third party if needed
Service Adjustment: Modify scope or approach to better fit your needs
Partnership Review: Evaluate whether the collaboration is mutually beneficial

Guarantees and Promises

What We Guarantee

Professional conduct in all interactions
Best effort on every task and project
Honest communication about capabilities and limitations
Fair pricing transparent policies
Quality work that meets professional standards

What We Don’t Promise

Perfect results on first attempt (creative work requires iteration)
Mind reading (we need clear direction from you)
24/7 availability (except for Reactor emergency support)
Instant delivery (quality takes appropriate time)